Empathic design using field observation can reveal opportunities to commercialize innovations existing users have already developed to improve products.
An example is how designers of a retirement community used empathy tools, such as glasses which reduced their vision and gloves which limited their grip and strength.
A study performed on UK based textile fiber manufacturer, Tencel Limited, by Lofthouse et al., shows that use of the Kano model in combination with the first step of user observation has led to understanding of new insights into how customers really perceived Tencel's fiber, and enabled the product development team to 'walk in the shoes' of the end user.
The questionnaires used to seek information from users, an important part of Kano model, were used in multiple focus groups consisting of target customers and multidisciplinary design teams.
The probing process consisted of diaries, cameras, and illustrated cards with open questions and tasks for documenting routines, actions, and needs in different use situations.
They argue that use of drama and props may aid in engaging users more directly in the design process, especially during the prototype simulation step.